Unable to make or receive calls.

[AndyM1964]

As it seems with many others I am unable to make or receive calls since the 3G switch off despite my phone, a Motorola Moto E5 Play, being compatible according to the Three website. I have checked all the network settings & 4G settings are all correct & the operating system is up to date. I have tried my partners  O2 sim & it works fine. I think Three have begun switching off prematurely without properly checking the compatibility of some phones. From reading the many complaints it seem many different models are affected. I am PAYG does this make a difference?

[JonathanB]

Hi @AndyM1964,

Being on PAYG shouldn't affect whether you can use call services.

There's some advice on How to ensure your phone is ready for the 3G switch off which will help you clarify if your phone is compatible to make 4G calls with Three.

Thanks,
Jonathan

[AndyM1964]

Yes i have already followed the link & tried everything suggested. My phone is compatible according to the Three list & specifications. The 4G symbol comes & goes on my phone depending where I am but I still cannot make calls. The signal is listed as excellent in my area.

[JonathanB]

Hi @AndyM1964,

Thanks for getting back to me. Is it this model you're using? Was this supplied by Three, or where did you purchase the phone originally?

Thanks,
Jonathan

[AndyM1964]

Thanks Jonathan, yes that is the correct model,it was bought second hand so I don't know where it was from originally. I have just returned from a trip to Exeter,Devon & out of curiosity rang my partners' phone & the Top up number,both of which worked. Now back in Durham & not able to make calls! Very confusing...

[PeteG]

If the phone wasn't provided by Three, there's a chance that the device doesn't have the correct carrier settings for using VoLTE on Three. I don't know if that's something the manufacturer could check and confirm or not, but it might be worth checking. 

As for the call working in another area, it's possible that you were in one of the few areas where a 3G signal is still active.

Pete.